Income and Tenancy Sustainment Manager

Are you ready to make an impact in the social housing world? Join our multi-skilled and dynamic team where your support will drive income collection and tenancy sustainment activities across all areas of STAR's operations We're looking for a dedicated professional who thrives in a structured environment and is passionate about delivering tailored support to residents with complex needs. If you have a keen eye for detail and a commitment to excellence, this is the perfect opportunity for you to shine. Apply now and be a part of our mission to drive the highest standards of customer support.

About Us
The role will focus on overseeing tenancy sustainment strategies aimed at helping vulnerable tenants.

Shropshire Towns and Rural Housing (STAR Housing) is an Arm's Length Management Organisation (ALMO) established in 2013 as an independent company. Our main purpose is to manage Shropshire Council's retained stock of council homes and provide the financial management of the Council's Housing Revenue Account

We are a forward-thinking organisation committed to modernisation, continuous improvement and innovation as well as employee development and wellbeing. We are already on a transformation path towards being the best we can be for our customers and you will play a pivotal role in continuing this journey and shaping our success.

Role Overview
In this key position as part of the Operations team you will support the Assistant Director of Housing, with all income and sustainment activities, working to ensure that the residents are maximising their income to ensure that they can maintain their tenancies through holistic support, partnership working with external agencies, and signposting to relevant services, Lead, manage, and develop two geographically dispersed Income and Sustainment Teams, each led by a Senior Income and Sustainment Officer, ensuring effective service delivery across all income and tenancy sustainment activities.
-Ensure all staff receive appropriate training, set clear objectives, and provide ongoing performance management, including holding regular appraisals and team meetings.
-Foster a high-performance culture, driving continuous improvement and excellence in customer service and ensuring the Income and Sustainment team support STAR's wider aims and objectives by working in partnership with other teams.
-Ensure consistent application of policies, procedures, and best practices across the Income and Sustainment team.
-Lead and manage all income collection activities, ensuring effective rent account management and arrears recovery across all tenancy types.
-Work closely with Neighbourhood Officers to ensure that arrears management and income collection are delivered efficiently and effectively across both areas
-Lead on tenancy sustainment for complex customers, delivering a more holistic approach to ensure that vulnerable tenants are supported in sustaining their tenancies.
-Work with external agencies, such as credit unions and financial advice charities, to provide specialist support to tenants in need of more complex financial advice.
-Build and maintain strong relationships with external agencies, such as social services, mental health organisations, community support groups, and with internal teams to provide holistic support to tenants.
-Ensure all services comply with current regulatory frameworks, including the Regulator of Social Housing standards.
-Manage the Income and Sustainment budget, ensuring value for money and financial effectiveness, and complying with all STAR Housing financial rules.
-Lead on improvement projects within the Income and Sustainment team, ensuring continuous development of service delivery models and operational efficiency.
-Produce detailed reports on income collection, arrears management, and tenancy sustainment performance, including financial analysis and recommendations for improvement.

We are looking for a Manager who thrives in a dynamic environment and has a proven track record of supporting and driving change in partnership with colleagues and other stakeholders.

Whilst experience of working in the social housing sector isn't essential, it would be a bonus.

You will have good problem-solving skills and also have the ability to motivate colleagues and the wider business towards achieving shared goals.

Salary £43,693 - £46,731
-28 days annual leave, rising to 33 days after 5 years' service, plus bank holidays.
-Auto-enrolment to Shropshire's Defined Benefit Local Government Pension Scheme (LGPS)
-Access to a huge range of discounts across major retailers including supermarkets, technology, fashion, travel and much more.
-37 hour working week - Monday to Friday.
-Based at our Mount McKinley office, Shrewsbury, and work across our Oswestry & Bridgnorth regional hubs.